CX Journey

JULY 7, 2015

One of the arguments against journey mapping I often hear is that it's an exercise in futility: You map. This is key to avoiding that "exercise in futility" mentality or outcome. Today's post is a modified version of a post I originally published on Touchpoint Dashboard on February 4, 2015. You put it on the wall. And nothing changes.

Customer Journeys 80

Customer Journeys Exercises Touchpoint Call Recording 80

Market Strategies International

JANUARY 30, 2019

Projective exercises—the presentation of calibrated stimuli onto which a respondent projects their feelings, attitudes or beliefs—are a critical asset in the qualitative researcher’s emotional toolbox. The technique offers the promise of achieving greater depth and validity of insight by facilitating … Continue reading →

Exercises 60

Exercises Healthcare Industry Trends 60

Forrester's Customer Insights

JULY 8, 2022

How can CX leaders gain funding? Develop executive empathy: Determine stakeholder priorities, connect CX to these existing priorities, and communicate the value of CX.

Exercises 49

Exercises Connections Communication Customer Experience Management 49

ECXO

JULY 8, 2024

By exercising this area, we can become more adaptable and creative in our responses to customer needs. For example, in customer service roles, regular training and role-play exercises can help to establish and strengthen neural pathways associated with empathy, problem-solving, and patience. Start small and increase with time.

Customer Experience 182

Customer Experience How To Exercises Study 182

Promoter.io

DECEMBER 15, 2016

The post A Statistical Exercise, NPS is Not appeared first on Promoter.io What Chime had discovered was […].

Exercises 40

Exercises NPS Survey Customers 40

Maz Iqbal

DECEMBER 6, 2014

On the other hand, if you find yourself in that ‘place’ and looking for an access to being effective in the exercise of change leadership then I invite you to listen – really listen and grapple with these words of wisdom: Position is everything. John Daido Loori, The Great Way, Best Buddhist Writing 2008.

Exercises 72

Exercises Leadership Employee Engagement CRM 72

dscout People Nerds

JUNE 10, 2021

Use these techniques to break out of a research rut and generate compelling insights from your next study.

Exercises 52

Exercises Study 52

InMoment XI

DECEMBER 27, 2021

In today’s post, however, we’ll walk through the steps of an exercise JB calls an “assumption slam,” so you can take this process back to your team and use it to test any assumptions of your own. Let’s get started! How to “Slam” In-Person & Digital Customer Experience Assumptions.

Customer Experience 529

Customer Experience Exercises Customers Tips 529

ECXO

AUGUST 14, 2024

– Physical Activity: Regular exercise is a powerful stress reliever. Training and simulation exercises can help individuals practice decision-making under stress, enhancing their ability to remain composed and think clearly when it matters most. The ECXO is an open access CX Professional Business Network.

Exceptional Customer Service 227

Exceptional Customer Service Exercises Training Financial 227

Kerry Bodine

AUGUST 21, 2020

Exercises focused on your most important customer journeys. A workbook with example maps and exercises. Day 2 will continue to focus on our methodology, exploring how you can drive action with your journey maps. Your registration includes: Two days of interactive lectures. Your biggest journey mapping questions answered.

Customer Journeys 177

Customer Journeys Exercises Customer Centricity Training 177

InMoment XI

APRIL 19, 2022

We each have our own “moments that matter,” whether it’s going on a walk with our dog, taking an exercise class, spending quality time with our family and friends… the list goes on! In these stressful times, it’s more important than ever that we are deliberate about setting time aside for the things that make us feel our best.

Resources 493

Resources Exercises Culture Tools 493

Kerry Bodine

APRIL 19, 2020

Exercises focused on your most important customer journeys. A workbook with example maps and exercises. Day 2 will continue to focus on our methodology, exploring how you can drive action with your journey maps. Your registration includes: Two days of interactive lectures. Your biggest journey mapping questions answered.

Customer Journeys 177

Customer Journeys Exercises Customer Centricity Interaction 177

Experience Investigators by 360Connext

JULY 17, 2024

The C-Suite heard her desire to understand customers better, but they couldn’t see HOW that exercise would benefit the company, exactly. This type of customer journey mapping exercise can go beyond the Ideal State journey map by rethinking the entire industry. Customer journey maps can be used to think through these ideas.

Customer Journeys 143

Customer Journeys Examples Strategy Roadmap 143

CSM Magazine

JANUARY 16, 2024

In this guide, we will delve into the benefits of integrating workouts into your team’s routine and provide exercises that can be completed in just a few minutes. Boosting Productivity Though it may seem counterintuitive to take breaks from work for exercise, research shows that it actually improves productivity in the long term.

Exercises 52

Exercises Employee Engagement Connections Engagement 52

CSM Magazine

JULY 5, 2024

Encourage the use of warm-up exercises before starting shifts. Regular Breaks and Exercises Encourage agents to take regular breaks and perform simple exercises to avoid RSIs: Scheduled breaks to stand, stretch, and move around. Desk exercises to relax muscles and improve circulation.

Call Center 52

Call Center How To Exercises Training 52

Experience Matters

DECEMBER 18, 2018

It was a great exercise. To help me identify trends for 2019, I reached out to some of the many thought leaders across Qualtrics and asked them to share one or two of the top experience management (XM) trends they are expecting to see in the coming year.

Trends 260

Trends Exercises Employee Experience Course 260

Experience Investigators by 360Connext

DECEMBER 15, 2023

This is a great exercise to encourage employees to see exactly how their role delivers for the customer. One of my favorite CX exercises is where I ask people to use a magic wand. See how fun it is to connect the CX dots? Ask team leaders to focus on one way their team produces results for the customer. Communicate that pride often!

Communication 304

Communication Tips Customer Journeys Customer Experience 304

QuestionPro Audience

AUGUST 20, 2019

It is no more than an experiment conducted in a field laboratory (the test market) comprising of actual stores and real-life buying situations, without the buyers knowing they are participating in an evaluation exercise. .

Marketing 199

Marketing Exercises Consumers Strategy 199

CloudCherry

DECEMBER 28, 2017

I have been told that this was the FIRST major brainstorming exercise at CloudCherry since inception that I played no role in. One shot, no retakes, no script – just to capture the ‘real time’ recap of what the whole exercise’s outcome had been. Startups life is all about the trade offs you make I guess!

Exercises 199

Exercises Video System Sales 199

NICE inContact

JANUARY 13, 2020

It’s a daunting exercise each year to calibrate your investments for the next 12 months. As the fiscal year 2019 draws to a close, most business leaders are forced to hoist a familiar bag of bricks, the strategic plan for the year ahead. Where do you spend? Where do you cut?

Customer Experience 156

Customer Experience Exercises Customers Contact Center 156

Forrester's Customer Insights

MARCH 30, 2020

Value for customer is a customer’s perception of what they get versus what they give up when doing business with a firm. Four dimensions make up the overall value a customer perceives: 1) functional, 2) experiential, 3) symbolic, and 4) economic. But which combination is the right one? Find Your Organization’s Value Sweet Spot!

Exercises 39

Exercises Customers 39

Beyond Philosophy

JANUARY 29, 2022

Perhaps more importantly, she wants these improvements to prove practical and effective rather than viewed as a “soft and fluffy” exercise that is not practical for the organization to continue to support. People think that the exercise is the answer to everything that’s wrong (or right) with Customer Experiences.

Customer Journeys 97

Customer Journeys Exercises Return on Investment Customer Centricity 97

Experience Investigators by 360Connext

JUNE 23, 2020

Now let’s look at some ideas of how we can exercise that empathy muscle throughout customer experience strategies, disciplines and processes. Like exercise or learning something new, role-playing consistently will make an impact. Include role-play exercises in regular training cadences. So what is empathy?

Exercises 214

Exercises Culture Employee Engagement Customers 214

ShepHyken

AUGUST 5, 2020

This exercise, as simple as it sounds, was her way of creating a process improvement initiative that has been wildly successful. This is similar to an exercise that we do in our customer service workshops. What responses you get from Diane’s question or our workshop exercise will vary. Some answers will be major “aha!”

Customer Service 159

Customer Service How To Exercises Customer Service Training 159

Help Scout

AUGUST 22, 2023

Use this guide to train new team members, engage in role-playing exercises, or just refine your own approach to customer service scenarios. Read the full article

Customer Service 81

Customer Service Exercises Training Customers 81

Alida

NOVEMBER 25, 2019

We’ve seen this approach helpful when starting a new insight community, and as an annual exercise for well-established insight functions. It will help operationalize your community and give the insight community manager a path forward to inform the business.

Roadmap 130

Roadmap Customer Centricity Exercises How To 130

Experience Investigators by 360Connext

DECEMBER 1, 2020

The C-Suite had heard her desire to understand customers better, but they couldn’t see WHY that exercise would benefit the company, exactly. This type of customer journey mapping exercise can go beyond the Ideal State journey map by rethinking the entire industry. Product roadmaps. Customer feedback dashboards.

Customer Journeys 190

Customer Journeys Examples Roadmap Exercises 190

Beyond Philosophy

MAY 20, 2023

Journey Maps can be useless exercises. 37:00 We share our final tips and key takeaways from this exercise and how it should help you have a more complete picture of the customer journey. __ Did you know we have a YouTube Channel too? That’s right…we said it. Check it out here. Connect with Colin on LinkedIn HERE.

Customer Journeys 78

Customer Journeys ROI Hotels Exercises 78

Maz Iqbal

JANUARY 19, 2015

What Is The Access To And The Source Of Mastery In The Exercise Of Human Centred Leadership? If you/i are to show up as human-centred leaders then what is the way to go about being-dealing with these challenges. This question is the subject of this conversation. What is the material that a carpenter works with?

Exercises 48

Exercises Leadership Travel Meeting 48

Storyminers

NOVEMBER 5, 2020

The exercise used to be routine because most people had only one phone number and one address. At Storyminers, we believe the definition of marketing has changed from selling to finding. Here’s what that means. It used to be the marketer’s responsibility to find prospects for the sales team. And both were easy to find.

Strategy 264

Strategy Marketing Exercises Tools 264

Totango

NOVEMBER 10, 2023

Is the customer journey mapping exercise a worthwhile effort? As a leader in customer success, who’s your friend in the C-suite? Who owns the customer community for your organization? How’s that for a few spicy thought starters? Does the answer to any of those questions put you on the edge of your seat? We hope so! At Totango Live!

Customer Journeys 100

Customer Journeys Customer Success Exercises B2B 100

ShepHyken

MAY 19, 2021

By the way, this is the same exercise we teach in our customer service training programs. We have clients that have been doing this exercise for years. It helps us keep customer service “front-of-mind” and is a positive way to start a meeting. Because it works!

Meeting 141

Meeting Customer Service Exercises Customer Service Training 141

Experience Investigators by 360Connext

DECEMBER 8, 2020

I know plenty of people who go through these exercises from a personal and professional standpoint. Regardless of the ups and downs and unique challenges of 2020, a year-end review is a good exercise for customer experience leaders. In these moments, we typically ask questions like: What goals did we meet? What goals did we miss?

Customer Experience 329

Customer Experience Net Promoter Score Effort Score Exercises 329

ShepHyken

JANUARY 20, 2021

The good news is that if you haven’t done it yet, you don’t need to get to the level of detail you normally would for this exercise. This is the type of exercise that is not a “one and done.” Identify: If you haven’t already done a journey map of what your customers experience as they do business with you, it’s time to do it.

Customer Service 159

Customer Service Customer Journeys Exercises Touchpoint 159

Comm100

JULY 20, 2023

By leveraging the vast number of educational resources available online, ChatGPT can curate personalized content, suggesting relevant readings, videos, and exercises. ChatGPT can analyze individual student profiles, identify their strengths and weaknesses, and recommend tailored learning pathways.

Chatbots 155

Chatbots Exercises Course Video 155

SAP Customer Experience

OCTOBER 2, 2023

SAP Learning System Access (LSA, also known as Live Access) provides you with access to live, fully configured and supported SAP training systems to carry out exercises from within the training content, and experiment beyond.

System 59

System Data Exercises Consulting 59

Forrester's Customer Insights

JUNE 18, 2020

Infections are in the rise in more than 20 US states, and at least a dozen have experienced new record rates of infections. And the US isn’t alone; China and Brazil are experiencing a rise, too. Officials say the chance of a second wave is high. Over the last few months, we’ve been providing advice […].

Exercises 43

Exercises Management Customers 43